Lead Information Officer

Role Responsibilities

Lead Information Officers (Lead IOs) provide a front-line government contact for public campground registration, queries and comments related to travel in, and recreational use of Provincial Parks, Recreation Areas, Wildland Parks, Natural Areas and surrounding area.

This position's primary purpose is to provide exceptional front-line customer service in person, on the phone and through email to assist visitors, deliver information, problem solving issues and delivery of the SHOP Alberta Parks service for campgrounds.

The Lead Information Officer role focuses on higher level administrative and leadership tasks, scheduling, staff training, visitor concern management, on-site troubleshooting, retail inventory management, cash reconciliation, and reporting.

As the Lead Information Officer (AS3), primary duties include some front-line administrative and supervisory tasks such as:

•    Coordinate day-to-day tasks of the team and ensure daily procedures are followed.
•    Provide ongoing support to IOs through regular check-ins on progress, one-on-one training, and seasonal performance reviews - empower IOs to be independent in their roles by setting clear expectations and processes for decision-making.
•    Maintain open communication with other program areas to ensure visitors’ needs are met.
•    Strong communication skills when working with visitors, staff and coworkers, and an ability to interact in a friendly, informative, diplomatic, adaptable and professional manner.
•    Place orders for booth and store inventory (where applicable) to ensure the proper supplies are available prior to busy campground times.
•    Maintain and improve knowledge of relevant recreational and tourist opportunities to respond to in-person and telephone/email requests for information on recreational activities, facilities, public safety issues, tourism and travel opportunities and provide area orientation. 
•    Support the distribution of information-based communications such as posters, brochures, program advertisements, throughout the park.
•    Review and reconcile administrative paperwork and revenue, submitting according to deadlines.

Role Responsibilities Continued

Visitor Services Operations
•    Understand shop.albertaparks.ca functions to register campers, update visitor information, and process payments or refunds using the system.
•    Participate in all required visitor services operations, which may include: camper compliance, shower coin collection, self registration collection and reconciliation, retail services, group unit counts, and public information sharing.
•    Operate computer based point-of-sale terminals to perform retail of gift store products and services which include: firewood, concession items, and rentals.

Administrative Duties
•    Review and reconcile revenue for daily cash-outs and accurately enter date into Excel workbooks.
•    Record and organize statistics for public visitation and demographics when required.
•    Respond to in-person and telephone/email requests for information on area amenities and recreational activities.

Information Services
•    Advise the public of the various rules, policies, and regulations that apply within a Provincial Park.
•    Stay up-to-date on relevant activities, special events, opportunities, and conditions (trails, water, fishing, etc.) to provide to the public.
•    Provide on-site visitor concern management, troubleshooting, and reporting and follow up with customer complaints.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Agility – You must be agile in order to anticipate and quickly adapt to changing priorities and situations to effectively meet diverse visitor needs.

Drive for Results – This position requires staff to have the ability to champion innovation and display high standards in programs, initiatives and services and pay attention to detail, be proactive, and demonstrate good work ethics.

Develop Self and Others – You must be able to proactively learn about the needs of park visitors, reflect on public interactions to identify areas of improvement and create a shared learning environment to lead the delivery of top level customer service; have the willingness to cross-train for other areas or duties such as occasionally assisting the maintenance staff.

Build Collaborative Environments – You have the ability to promote collaboration and commitment, encourage broad thinking on projects, work together to eliminate barriers to progress, and facilitate open and respectful dialogue using excellent interpersonal and communication skills with a positive and inclusive attitude.

Systems Thinking – This position is one component of a larger work environment that includes other program areas. It is important to understand how the position contributes to achieving broader Alberta Forestry and Parks goals and outcomes.

Creative Problem Solving – Occasionally challenges arise and staff must assess options, understand implications and determine appropriate actions to achieve the necessary solutions and need to be able to use a wide range of communication, problem-solving skills to promptly and professionally address issues.

Qualifications

Education and Experience:
•    High school diploma and one year of related experience.

Equivalency:
•    Directly related experience or education considered on the basis of one year of experience for one year of education or one year of education for one year of experience.

Additional requirements include: 
•    A valid Alberta Class 5 Driver’s License or equivalent. 
•    Final candidates will be required to provide a standard 3-year Driver’s Abstract prior to commencement. Will be reimbursed. 
•    Prior to hire, a recognized current intermediate Standard First Aid and CPR Level "C"/AED Certificate is needed.
•    A Criminal Record Check. Will be reimbursed.

Assets: 
•    Previous supervisory or leadership experience for Lead Information Officers.
•    Post-secondary education.
•    Experience with http://shop.albertaparks.ca/ 
•    Familiarity with campground operations, park regulations, campground etiquette and surrounding Park amenities.
•    Ability to work both in a team and independently with little to no supervision.

To succeed in the role, you should also possess:
•    Strong written and verbal communications skills to clearly communicate with the public.
•    Available to work weekend and evening shifts during the season.
•    Strong computer skills, including Microsoft Office (Excel, Word, Outlook, and Publisher).
•    Customer service, retail and cash-handling experience and/or administration experience.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

•    Fulfill seasonal contract (anticipated April/May 2025 – September/October 2025).
•    This position is based on a 40-hour work week, dependent on operational needs.
•    Evening and weekend work will be required; a premium is paid for these shifts.
•    Access to reliable transportation to and from place of work.
•    Adherence to Alberta Parks Uniform Policy.
•    This position may require some outdoor work in a variety of weather conditions.

In your resume:
•    Include date ranges (month and year) associated with all education and work experience.
•    Indicate whether your work experience was casual, part-time (PT) or full-time (FT).
•    Example: Legal Assistant: Jan 2016 – June 2019 (PT 3 eight-hour shifts per week)

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

What we offer: 
•    Cultural Awareness and Support: We recognize the significance of Indigenous cultural practices and will work with employees to ensure they have the flexibility and support needed to participate in ceremonies, traditions, and other cultural commitments.
•    Indigenous candidates are strongly encouraged to apply. Alberta Parks is committed to building a workforce that reflects the communities we serve and welcomes applications from First Nations, Métis and Inuit individuals.